THE CUSTOMER RE-ENGAGER
A healthy set of a habits that will stop you getting ghosted
Have your customers gone completely off your radar, or even just a bit quiet? By putting the energy into understanding why they’re less engaged, and working on how to stop that happening in future, you won’t be wasting the hard work you’ve done to attract them in the first place!
Get your customers more involved again – reduce churn, build long-term loyalty and win back lapsed customers with our tailored strategies, messaging and customer journey planning, and re-engagement campaigns.
What’s your problem and how does the Customer Re-engager solve it?
1. You don’t know why you’re losing customers
Use the Customer Re-engager to:
- Capture your customers’ triggers and common themes (the good, the bad and the ugly – they’re all worth something). While desk research has its place, it doesn’t address the things that really matter to people – like their feelings, perceptions and challenges. We’ll draw these out, feeding the insights into shaping your messaging going forward.
- Reach out to former customers (through anonymous surveys, workshops and interviews) and understand why they’ve lapsed.
- Align Sales & Marketing to find out where the disconnects and inconsistences are – whether it’s in your pricing, product range, timing or effectiveness.
- Use your internal customer-facing team – they are a wealth of information and often have a well-informed understanding of what your market wants from (and thinks of) your brand. We’ll collate their feedback in a way that identifies consistencies and common themes, before balancing these with our external findings.
2. You don’t have a strategy to win back lapsed customers
Use the Customer Re-engager to:
- Review purchase history, recency and frequency to identify lapsed customers.
- Segment your database based on audience profile (e.g. their reason for lapsing or their sector).
- Deliver content that will resonate with each segment’s particular challenges.
- Reactivate lapsed customers and pull them back into your revenue stream.
3. You do have a strategy to win back customers, but it isn’t working
Use the Customer Re-engager to:
- Connect with your internal customer-facing team (who have a deeper understanding of your customers) and gather audience information, patterns and consistencies.
- Align Sales & Marketing to find out where the disconnects and inconsistences are – whether it’s in your pricing, product range, timing or effectiveness.
- Reach out to former customers (through anonymous surveys, workshops and interviews) and understand why they’ve lapsed. Balance this feedback with our internal findings.
- Benchmark your strategy against our findings – does it reflect what we’ve found in our research?
- Establish customer triggers, pains and challenges before ensuring your messaging still fits with them.
- Use our research to inform your strategy and adjust your messaging going forward.
GOOD FOR
Businesses who have a pool of customers who ave lapsed or who aren’t consistently buying any more.
Businesses who are unsure of the net effect of lost revenue from lapsed customers.
Feed your B2B ambitions with Golley Slater
For targeted business growth solutions inspired by your goals and backed by insight.